Have you been shopping lately? It doesn’t really matter for what kind of item, or what type of store. Were you given good customer service? Did the salesperson have a clue about what he or she was selling? If so, I envy you. But I doubt most of us could say that we’ve enjoyed many positive customer services experiences lately.
Over the weekend I shopped for furniture. I talked to three salespeople before I found one who could give me some useful advice about color and furniture combinations. If you’re like me, you want to create your own ensemble, not take a grouping from the floor layout. This is a purchase that has to last for years to come, so it’s very important to make an informed and comfortable choice. You also want it to represent your personal style and comfort needs.
To be honest, the typical furniture ensemble - couch/chair/loveseat combo - bores me, and I don’t want my home to look like every other home in town. When I finally found a person who could help, it wasn’t because she was a trained colorist or interior designer, but rather because she had good instincts about furniture placement and groupings. In fact, I got lucky because I didn’t accept what the retail chain offered in the way of standard customer service. I was persistent and got what I needed, but what if I had accepted the complacency and taken what was available? When these situations happen to me, I often get frustrated and leave the store. My guess is that you have your own poor customer service stories, right?
The previous week I went shopping for music in a large and popular venue for music and sound equipment. The young man in the music department knew absolutely nothing about music and had no idea about the current list of popular artists. He said, and I quote: “I really don’t listen to music, so I can’t help you.” I then asked him, “Why would you work in a music section of a store if you don’t know music?” He replied, “It’s just a weekend job, lady.” If he worked for me and I heard him say that, we would have had a different kind of discussion. If he couldn’t help my customers and referred to his job as “just a weekend job,” I would assume he didn’t need it.
One of the first things I notice when I’m in a store and the employees are polite to customers is the fact that I actually notice it. If this were commonplace behavior it wouldn’t be so noticeable would it? Even when there’s the illusion of service things can often change the moment you need information about their products. The politeness turns into a dumbfounded stare. Instantly they stumble on the product benefits, or they’re looking for someone who knows something. Most retail customers can’t find knowledgeable employees who either know their products or care enough to answer your questions.
It’s not just a retail issue, either. The phenomenon is common across all kinds of businesses. Have you talked to a person in a “customer care” center who can’t answer a question that isn’t on their script? If you have a product issue that they’re not familiar with, they often tell you they can’t help you. In an instant you stranded in no man’s land with a product problem and a customer service person who’s of no use. I have a brand new cell phone and recently encountered a unique product quirk. The salesman who sold it was eager to sell it to me but didn’t know what to do when it didn’t work properly. (Okay, I could change companies, but I haven’t found one that does much better.)
I have been wondering lately what will happen as a result of the great automobile deals people are getting as a result of manufacturer bankruptcies. Where will they get their vehicles serviced when so many dealerships are closing? I assume that parts will be available and that manufacturer warranties will be unaffected, but can we count on Fiat to match the service we’ve come to expect from Chrysler dealers? And what about the brand and dealer loyalty bond? In some cases the purchase happened as a result of a customer’s relationship with (or comfort level with) a dealer or a particular salesperson. You’ll still be able to go to an authorized GM or Chrysler dealer for service, but the trust associated with the complete customer lifecycle is gone. This may not be a big deal for some, but for others it could be a bigger concern.
We also have big expectations of our credit card suppliers. It seems like we went to bed one night and awakened to a big customer service shock. Small print has never been our friend, but now it seems downright hostile to us. We expected credit charges to be revolving, but not skyrocketing. You can pay off a card one day and find a charge the next day that no one can explain. What is it? Extended credit charges that aren’t included in a payoff figure. The only customer service relationship you have with a credit card company these days is the quick call you get if your payment is late or if you question a bill. It sometimes seems as if they’re more ready to cancel your card than to explain their own charges.
At Accruit we’re somewhat out-of-touch with current business practices. We still have customer service as a cornerstone of our business, for instance, and when you call us you get a live human being in our client service department. Our client service managers know their customers, and you’re assigned to someone who gets to know you personally. We think it’s really important for you to understand all of the aspects of a 1031 exchange, so we make experts available who have industry certifications in our product offering.
Oddly enough, we have a software product that’s Web-based for convenience, but a real person is still there to help you with all aspects of your like-kind exchange. No one at Accruit treats a client like a number. Everyone is treated like a part of the family. We know how important it is to keep your cash working in your business, so we give you all the time and attention you need to get your 1031 like-kind exchange completed to your satisfaction.
We may be back to the future in our client relationships, but our offering is certainly the wave of the future. We’re the only Qualified Intermediary offering a complete 1031 solution with a program application for business assets. It’s rare to find a company that does something that no one else can do.
I continue to hope that my furniture store will hire an interior designer to address my needs; I dream of salespeople who know their products when I need help; and I still want my credit card company to value my business enough to have fair and equitable rates and services. Can you imagine what would happen if someone stepped out of the pack and acted like they valued your business? What if a credit card company decided to go back to rates you can understand? How about retail clerks that have been trained to understand the products they sell?
Well, if you are in the business for a like-kind exchange and want to keep your cash working in your business, we will treat you like you matter, and we will even remember your name when you call. We haven’t given up on good client service, and with luck we never will.
